ICT Help Desk Assistant

Contract

This is a UNV National Youth contract. This kind of contract is known as National UN Volunteer. It is normally only for nationals. More about UNV National Youth contracts.

UNDP helps the people and government of Bangladesh to create a more sustainable, peaceful, innovative, and resilient economy, environment, and society. The UNDP’s work helps our partners to improve the quality of Bangladeshi governance and reduce poverty and inequality in cities and villages across the country. It promotes new and innovative energy and climate solutions and helps make Bangladesh a disaster preparation and management leader. It assists society’s most vulnerable, helping women, youth, and minorities access justice and opportunities to ensure no one is left behind.

Over 700,000 refugees, mainly the Rohingya, have fled violence across the border from Myanmar into Cox’s Bazar District since 25 August 2017. The rapid influx of these refugees into areas with high baseline levels of poverty and environmental vulnerability has put immense strain on infrastructure, services and the host population. The population movement from the border to the permanent camps has left routes and temporary settlement sites damaged. There is increased competition for natural resources and daily labour opportunities, wear and tear on community infrastructure and road has increased significantly, and agricultural land has been converted to settlement sites.

In response to this crisis, UNDP has completed a comprehensive development impact assessment of the host communities and areas. Preliminary findings show that increased support to host communities is necessary to stabilize livelihoods, restore damaged and stressed infrastructure and ecosystems, and increase local understanding of the humanitarian response. UNDP has established a Sub-office in Cox’s Bazar to implement several projects to support the host communities and Rohingya refugees. UNDP projects include disaster management, solid waste management, social cohesion, and livelihoods portfolios. By the end of December 2024, the Sub-office will have 40 more personnel including national and international staff and consultants.

Under the direction of the Administrative Associate, UNDP sub-office Cox’s Bazar the ICT Help Desk Support Assistant will have the following duties and responsibilities:

Task 1: Manage network infrastructure equipment and services, such as leased line connectivity, cabling, switches, wireless routers, and firewalls.

Task 2: Maintain and install Software and hardware (including telephone system and printers), e.g., OS, Office365, Anti-virus Protection, Adobe Acrobat, and Internet web browser. Be responsible for reinstalling software in case it breaks down. Do not set up software without a license on UNDP Cox’s Sub-office computer/server. And remove the suspicious software. Clean the virus for the Client when it is found and do a monthly virus scan and/or upon Client’s request.

Task 3: Troubleshoot the operating systems used in UNDP Cox’s Sub-office computer (Windows 10/11).

Task 4: Assist the user with knowledge of using relevant software applications such as Microsoft Office 2019, an Antivirus program, Adobe Reader, etc.

Task 5: Assist in managing ICT suppliers (Suppliers for ICT equipment, software, ICT supplies (Toner, Servicing, Equipment, etc.).

Task 6: Maintain and manage the cloud-based data storage management (such as SharePoint site (If needed).

Functions/ Scope of Work:

Under the guidance of the Head of the Sub-Office and in close supervision of the Administrative Associate of UNDP Sub-office, the consultant has the following duties and responsibilities:

Hardware services :

• Install, troubleshoot and maintain of new computers and upgradation of existing computers, printers and other related equipment e.g. scanners, modems, etc.; • LAN/WAN infrastructure, including cabling, routers, switches, access points, etc. • Troubleshoot and provide resolution of hardware problems. • Support for Video conference and audio conference equipment. • Support for setup of ICT equipment for meetings/workshops/conferences as required. • Coordinate with ICT service providers to ensure smooth connectivity and warranty issues. • Provide configuration on Smartphones to synchronize with UNDP Cox’s sub-office email system. • Communicating with staff needs to be handled smoothly; timely follow-up with information is essential. • Smoothly handle all troubleshooting problems as required.

Software Services:

• Install and configure of operating system and software application packages. • Microsoft Intune and installation of Microsoft Defender. • Install software updates like Windows, Office, and antivirus software. • Troubleshoot user-reported problems related to Windows, MS Office, and other standard software packages. • Repair, install and prepare a computer in case of OS corruption. • Troubleshoot desktop and standard application-related problems (on-site and using remote support technologies) in compliance with established escalation procedures.

Network Services:

• Manage of Active Directory, DHCP & DNS
• Ensure the internet is always accessible to all UNDP users. • Ensure that Internet and Email are functional at all times. • Assist with follow-up e-mail id expiration and prepare SRF for E-mail ID. • Configure of Outlook for new computers or when a computer is re-formatted and new set. • Configuration of data cards on laptops (if required) • Implement changes on all computers as per directions from the HQ/Regional office. • Rectify any problems arising due to faulty cabling or network device. • Ensure users are well connected to the network printers in the office. • Install all software as per required.

Knowledge sharing and other services:

• Share updated IT-related information with UNDP COX’S SUB-OFFICE personnel in Bangladesh and assist in capacity building. • Work in coordination with authorized staff member/s for all ICT-related work. • Assist with knowledge for queries from users as required. • Receive and record all ICT support requests from users/programs/departments. • Coordinate repair of any ICT hardware as required in-house or through vendors. • Maintain files and registers for all ICT services, approvals, invoices, deliveries, and issues. • Provide ICT technical and logistical support for meetings and events. • Assist programs and Supply Chain units with ICT-related procurement, specification, configuration, etc. • Any other tasks assigned by the Administrative Associate.

Results/Expected Outputs:

• The ICT Support is to provide integral support and boost the efficiency of the UNDP Sub-office team. Accurate media monitoring, data entry, and information analysis for both internal and external audiences will strengthen the team's capacity and promote UNDP efforts in this new area. The candidate's initiative will be decisive in achieving high-quality results. • Full compliance of administrative activities with UNDP rules, regulations, policies, and procedures. • Quality maintenance of internal systems and files.

• Respectful and helpful relations with all partners and colleagues • Confidentiality • Knowledge of UNDP Rules and Regulations is an advantage • Leadership and Self-Management • Focuses on results for the stakeholders and responds positively to feedback • Consistently approaches work with energy and a positive, and constructive attitude • Remains calm, in control, and good-humoured under pressure • Demonstrates openness to change and ability to manage complexities • Demonstrates strong oral and written communication skills • Responds positively to critical feedback and differing points of view

• providing IT support services (software and hardware/networks/ LAN/WAN services, etc.)

• Proven experience in providing IT support services for multi-national organizations/inter-government organizations, business companies/ United Nations Agencies.

• At least two years of Hands-on experience in troubleshooting/Microsoft Intune and installing Microsoft Defender/maintenance and repair service etc.

• Knowledge of customer service principles and practices with advanced IT skills

• Knowledge of computers, basic programming, and relevant software applications

• Knowledge of networking, hardware, MS Office packages, and data analysis.

Bangladesh is a tropical country and densely populated. The total area of Bangladesh is 147,570 square kilometers but the total population is more than 164 million. The countryside is green and full of natural beauty.

The incumbent will be based in Cox’s Bazar, which is famous for long natural sandy beach, and it is infamous for the largest refugee camp in the world. It is located 150 km (93 mi) south of the divisional headquarter city of Chittagong.

The average temperature in Cox’s Bazar is around 26 °C. The highest monthly average temperature occurs in May and the lowest monthly average temperature occurs in January. Load shedding to manage the power shortfall is common at any time of the day without prior announcement.

The law-and-order situation is stable however precautionary measures are required at the office as well as in the residence to avoid unwanted situations. Markets are available and kept open from morning to evening.

Cox’s Bazar has private mode of transportation (rickshaw, Auto Rickshaw, etc). Air flights, trains and buses are available to travel outside the city.